Help Desk Lead

2 weeks ago

india Marlabs LLC Full time

Description:

Organization Marlabs is a digital innovation company helping enterprises innovate & capture digital opportunities to enable swifter solutions. Our focus is to help each of our clients find and capture their unique opportunities and empower them with digital technologies so that they can run a purposeful business. Visit and know more about us – Job Title Technical Lead Years of Exp 6 to 8 Years Skills Strong Communication Skills – Written and Verbal - Microsoft standard desktop applications including Word, Excel, PowerPoint, Exchange, Visio, and Outlook - Demonstrated experience supporting customer interactions and troubleshooting, Customer handling Responsibilities Receiving calls, Use standard greeting on calls and Logging 100% tickets of the call received.
Ø Register,Prioritizing and Categorization of ticket and taking remote capture to resolve.
Ø Providing ticket number to user via phone, E-mail.
Ø Key in the appropriate and timely log notes in the ticket as and when there are findings / updates.
Ø Updating users on the ticket progress.
Ø Allocation to desk side support if desk side intervention required.
Ø Following up of ticket to closure.
Ø Reduce Turnaround time and increase computing time.
Ø Checking KB for Known errors.
Ø Closure of tickets in the CRM tool.
Ø Escalating to customer / end users as appropriate.
Ø Escalating to next level support.
Ø Tracking of mails and logging tickets accordingly.
Ø Responding to mails with updates on the same business day.
Ø Providing reports as and when required.
Ø Logging Incident in other tools if applicable.
Ø Preparing Incident checklist.
Ø Updating the customer on ticket progress.
Ø Generating new articles for Knowledge Base and publishing the same.
Ø Provide reference of relevant ticket.
Ø Monitor and record the IT downtime for individual / shift.
Ø Shift Hand over / take over.
Ø Adherence to SLAs and all the KPI metrics derived for individual, Role, program.
Ø Improvements to call response / resolution “TAT.
Ø Lead and manage 24/7 Service Desk Operations for a large federal client, ensuring high-quality service delivery, client satisfaction, and compliance with service level agreements (SLAs).
Ø Collaborate closely with federal client stakeholders to understand their specific service desk requirements, business objectives, and security compliance needs.
Ø Oversee a team responsible for Level 1 triage and Level 2/3 escalation support, providing timely and effective resolution of IT incidents and service requests.
Ø Lead the implementation of Major Incident Management practices to handle critical incidents, minimize impact, and restore services as quickly as possible.
Ø Develop and enforce incident management and service request processes to ensure efficient ticket resolution and service desk efficiency.
Ø Monitor and report on key performance indicators (KPIs) to evaluate the effectiveness of service desk operations, identify areas for improvement, and implement corrective actions as needed.
Ø Collaborate with cross-functional IT teams to ensure seamless Level 2/3 escalation and problem resolution, including interaction with data center operations.
Ø Provide regular updates and reporting to federal clients on the status of service desk operations, SLAs, and improvement initiatives

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